X4 Technology
Service Delivery Manager
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Service Delivery Manager
Location: UK Remote (Occasional UK Travel)
Rate: Depending on experience, Outside IR35
Duration: Initial 3 months + chance to extend or transition to a full-time permanent employee
Are you an experienced Service Delivery Manager who thrives on building strong customer relationships, managing service excellence, and turning challenging customer situations into positive outcomes?
We're looking for a customer-focused Service Delivery Manager to join a growing IT Services business, taking ownership of key managed service accounts and ensuring exceptional service delivery across the customer lifecycle.
This is an excellent opportunity for someone with a background in IT Managed Services (MSP) who is confident dealing with senior stakeholders, managing escalations, and driving continual service improvement.
Service Delivery Manager Role:
As the Service Delivery Manager, you'll become the trusted point of contact for your customers, ensuring services are delivered in line with contractual commitments while continually identifying opportunities to improve customer experience and operational performance. You'll work closely with technical delivery teams, service operations, and third-party partners to ensure customers receive an outstanding service.
Key Responsibilities
- Build and maintain trusted relationships with customers, acting as the primary contact for all service-related matters.
- Develop a deep understanding of customer requirements and ensure services consistently meet their expectations.
- Monitor day-to-day managed service activity, including service desk performance and support ticket trends.
- Act as the first point of escalation for service issues, confidently managing challenging customer situations through to successful resolution.
- Produce regular service reports and lead service review meetings with customers.
- Ensure SLAs, KPIs and contractual service commitments are consistently achieved.
- Work closely with operational and technical teams to improve service delivery and customer outcomes.
- Analyse service performance and customer feedback to identify opportunities for continual service improvement.
- Drive improvement initiatives that increase customer satisfaction and support contract renewals.
- Build strong relationships across internal teams and third-party suppliers to ensure consistent service delivery.
- Monitor partner performance and ensure agreed service standards are maintained.
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What We're Looking For
- Proven experience in a Service Delivery Manager, Technical Account Manager, Customer Success, or similar customer-facing service management role.
- Previous experience working within an IT Services, Managed Service Provider (MSP), or technology services environment.
- Strong understanding of:
- IT Service Management (ITSM)
- Service Level Agreements (SLAs)
- Key Performance Indicators (KPIs)
- ITIL principles (desirable)
- Excellent customer relationship and stakeholder management skills.
- Experience producing service reports and presenting service performance to customers.
- Strong analytical and problem-solving abilities.
- Comfortable managing difficult conversations, customer escalations and service complaints in a calm, professional manner.
- Excellent communication and organisational skills.
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Personal Attributes
- Customer-first mindset with a passion for delivering exceptional service.
- Calm, resilient and solutions-focused under pressure.
- Proactive, organised and able to work independently.
- Collaborative, with the ability to build relationships across technical, operational and commercial teams.
- Passionate about driving continual service improvement.
If you're an experienced Service Delivery Manager with a background in IT Managed Services or MSP environments, and you're passionate about customer success, service excellence, and building long-term client relationships, we'd love to hear from you.
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